Visitor
•
5 Messages
Nothing changed in my house, and suddenly Zoom says "Unstable Internet Connection" constantly
Here is the data that experts always ask for on these forums:
1) Direct Wired Ethernet Connection
2) Gateway XB7 CGM4331COM
3) Two days ago Zoom starts saying "Internet Connection Unstable, Video drops constantly
4) Nothing in my house changed, but....
5) Direct neighbor is gutting their house and utilities have just been cut, new box installed at end of their property to (presumably) run lines underground...
6) Upstream/downstream data below
This is an URGENT issue as I work from home.
|
Downstream
|
Channel Bonding Value | |||||||||||||||||||||||||||||||
| Index |
5
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1
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2
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3
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4
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6
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7
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8
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9
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10
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11
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12
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13
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14
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15
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16
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17
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18
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19
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33
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34
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35
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36
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38
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39
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40
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41
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42
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43
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44
|
45
|
37
|
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Lock Status |
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
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Locked
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Locked
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Locked
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Locked
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Locked
|
Locked
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Locked
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Locked
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Locked
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Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
| Frequency |
507 MHz
|
483 MHz
|
489 MHz
|
495 MHz
|
501 MHz
|
513 MHz
|
519 MHz
|
525 MHz
|
531 MHz
|
537 MHz
|
543 MHz
|
549 MHz
|
555 MHz
|
561 MHz
|
567 MHz
|
573 MHz
|
579 MHz
|
585 MHz
|
591 MHz
|
459 MHz
|
465 MHz
|
471 MHz
|
477 MHz
|
435 MHz
|
441 MHz
|
447 MHz
|
453 MHz
|
405 MHz
|
411 MHz
|
417 MHz
|
423 MHz
|
690000000
|
| SNR |
41.1 dB
|
41.2 dB
|
41.2 dB
|
41.1 dB
|
41.1 dB
|
41.1 dB
|
41.2 dB
|
40.9 dB
|
40.9 dB
|
40.9 dB
|
40.9 dB
|
40.8 dB
|
40.8 dB
|
40.7 dB
|
40.7 dB
|
40.5 dB
|
40.6 dB
|
40.7 dB
|
40.8 dB
|
41.1 dB
|
41.2 dB
|
41.1 dB
|
41.1 dB
|
41.0 dB
|
41.1 dB
|
41.1 dB
|
41.2 dB
|
41.0 dB
|
41.0 dB
|
41.0 dB
|
41.0 dB
|
40.1 dB
|
| Power Level |
-4.5 dBmV
|
-4.3 dBmV
|
-4.4 dBmV
|
-4.4 dBmV
|
-4.2 dBmV
|
-4.7 dBmV
|
-4.3 dBmV
|
-4.6 dBmV
|
-4.6 dBmV
|
-4.6 dBmV
|
-4.7 dBmV
|
-4.7 dBmV
|
-4.6 dBmV
|
-4.4 dBmV
|
-4.8 dBmV
|
-5.1 dBmV
|
-4.9 dBmV
|
-4.7 dBmV
|
-4.7 dBmV
|
-4.5 dBmV
|
-4.3 dBmV
|
-4.3 dBmV
|
-4.2 dBmV
|
-4.9 dBmV
|
-5.0 dBmV
|
-5.0 dBmV
|
-4.4 dBmV
|
-5.1 dBmV
|
-5.0 dBmV
|
-4.9 dBmV
|
-5.0 dBmV
|
-3.6 dBmV
|
| Modulation |
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
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256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
OFDM
|
|
Upstream
|
Channel Bonding Value | |||||
| Index |
1
|
2
|
3
|
4
|
5
|
|
|---|---|---|---|---|---|---|
| Lock Status |
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
|
| Frequency |
35 MHz
|
29 MHz
|
22 MHz
|
16 MHz
|
40 MHz
|
|
| Symbol Rate |
5120
|
5120
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5120
|
5120
|
2560
|
|
| Power Level |
50.5 dBmV
|
50.8 dBmV
|
50.3 dBmV
|
50.8 dBmV
|
49.3 dBmV
|
|
| Modulation |
QAM
|
QAM
|
QAM
|
QAM
|
QAM
|
|
| Channel Type |
ATDMA
|
ATDMA
|
ATDMA
|
ATDMA
|
ATDMA
|
|
Accepted Solution
user_010800
Visitor
•
5 Messages
3 years ago
Problem is now resolved.
1) Xfinity called before the tech arrived. Said they sent "signals" to my gateway and it should work now and suggested I cancel the appointment. I said no.
2) Tech came, checked signals to gateway, and installed a new gateway (auto password transfer so no need to change all my smart home devices :-]) Said all looks good. Said sometimes in winter, freeze-thaw upsets cable from pole. But numbers are well within limits.
3) Zoom is back to usual (perfect) behavior.
Bottom line: i'm still not sure what happened. But it's working now, signals to my home seem good, and I got a new gateway.
2
0
user_010800
Visitor
•
5 Messages
3 years ago
PS: Speed test is fine and Internet generally works well for email, etc. It's a Zoom problem, and I live on Zoom for work.
GBIT XFinity Service Cloudflare Stats:
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user_010800
Visitor
•
5 Messages
3 years ago
Dear Xfinity,
It has been more than 12 hours and you have ignored my urgent request.
Your customer service is terrible.
I will keep checking this forum and also pursue other channels for resolution of my urgent problem.
0
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EG
Expert
•
110K Messages
3 years ago
The upstream power is on the high side and it may be intermittently fluctuating even higher to out of spec levels. And the downstream power is a bit on the low / weak side. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, etc. Splitters should be swapped with known to be good / new ones to test.
Also check the coax cable for any damage such as cuts, nicks, kinks, sharp bends, etc.
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
Good luck with it !
(edited)
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user_010800
Visitor
•
5 Messages
3 years ago
Thanks EG, I really appreciate the detailed advice.
1.5 years ago, when my XB7 was installed and GBIT service added, the splitter was checked carefully by the tech, it was changed for a higher quality one, and a meter was used to double check that levels were well within spec. Since that time (until 2 days ago), everything has worked super reliably and at a very high quality (as you would expect from a GBIT service).
I did add an ethernet cable (25 feet) from the gateway to my MacbookPro Laptop, so I'll check that. However, I doubt that's the problem as my iPad that uses Wifi (no ethernet cable) is experiencing the exact same problem. I think this points to gateway and beyond...
I just called to get a tech out (Saturday) and I'll follow up so others can learn.
1
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EG
Expert
•
110K Messages
3 years ago
Quite welcome ! Good luck with it !
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